Customer Service Executive

Company Description

LGC Standards is a division of LGC Group, the UK’s designated National Measurement Institute for chemical and bioanalytical measurements. We are a leading global manufacturer and service provider of quality assurance and research tools, supporting analytical needs in more than 120 countries worldwide. We use our expertise to produce to the highest standards, including ranges produced under ISO/IEC 17025 and accredited to ISO 17034. Our wide range of reference materials and proficiency testing schemes is complemented by our experience in outsourcing and customs, enabling us to adapt quickly to provide tailored solutions that meet our customers’ analytical needs. We innovate and apply science in order to ensure the safety and integrity of products and services, in line with our vision of science for a safer world.

Job Description

Scope of Position

This role is responsible for the handling, management, and successful completion of customer orders from all channels and Product/Business Sectors, ensuring entry into the relevant system within agreed timescales and to advised criteria, promised delivery dates, and customer purchase order fulfillment requirements. The role includes meticulous and correct handling of controlled substance inquiries and orders, following the existing guidelines, and working with our compliance team. The required outcome is continuity of the highest level service experience for customer-managed orders from the point of order entry to delivery and payment.

What you’ll do

• To ensure that all methods of communication with internal and external contacts are handled with the utmost professionalism to project the high quality image and standards provided by LGC. Communicating courteously with customers by telephone, email, and CRM system ensuring queries outside of order entry or your level of expertise are escalated to the appropriate team. 
• To ensure that all customer orders received, are entered correctly into the ERP system on the day of receipt or within agreed timescales for order type and that the customer receives an email confirmation on release of the order. Responsible for ensuring 100% follow-up to customers internally and externally. 
• To provide help and advice to customers regarding their orders and ensure On Time In Full (OTIF) delivery targets are met, and customers informed of any delays in advance. 
• To be responsible for the daily CRM Case Management System, ensuring tasks are dealt with and or escalated to ensure response times are within agreed KPI timescales. 
• To run end of day check reports to ensure that all incoming orders and orders created have been processed to released status and resolve any problem orders.

Qualifications

Education and Experience

• Education: Associates Degree or higher - Life Science/Chemistry field desired or

• Experience: 2 - 3 years of customer service experience or 3 - 5 years of call center experience

Skills

• Experience working in a sales support environment with order entry exposure. 
• Can do attitude and willingness to go that extra mile. Positive, enthusiastic, and high energy. 
• Excellent telephone manners and communication (written and verbal skills) are Essential.
• Strong computing and keyboard skills (> 40 wpm). Excel basic and Word required. 
• Experience in using ERP systems such as SAP, ORACLE, SAGE, etc. 
• Experience in using CRM systems such as ZenDesk, Zoho, and Hubspot.

  Desired Skills: Any or all of these traits would be a distinct advantage.

• Spanish and/or French Speaking
• An interest in Chemistry or Science would be a distinct advantage. 
• Experience in the Life Science industry or related field. 
• Experience with IFS or Salesforce. 
• Call center experience.

Additional Information

ABOUT LGC: 

LGC is a leading, global life science tools company, providing mission-critical components and solutions into high-growth application areas across the human healthcare and applied market segments. Its high-quality product portfolio is comprised of mission-critical tools for genomic analysis and for quality assurance applications, which are typically embedded and recurring within our customers’ products and workflows and are valued for their performance, quality, and range. 

OUR VALUES

• PASSION
• CURIOSITY 
• INTEGRITY
• BRILLIANCE
• RESPECT

EQUAL OPPORTUNITIES 

LGC strongly believes that every job applicant and employee should be va